Pottery Barn Reviews

I purchased Kendall Twin-Over-Full Bunk Bed in April and scheduled the delivery for July. I called them few weeks later to know if I have an option to cancel the order if this is getting more delayed. Before even I confirmed she cancelled the order. I spoke with the rudest, nastiest, poorest customer service rep I've encountered. I have been waiting for this so long, I had to try hard to place the order again but not successful. The most unorganized, inconvenient, time-wasting shopping experience I've encountered.

I purchased a massive dining table, with two leaves, 6 chairs and a matching buffet. Ever since I purchased them they start to smell sour when the humidity rises (I live in Chicago). I've called the Oakbrook store and spoke with **. He didn't seem surprised by my complaint and said he would talk to the buyer and get back to me. I followed up 4 days after my first call and he said he hasn't heard back from the buyers. Still waiting for some answers. I paid over $3,000 for all of this and I want to throw it away!

I bought a pottery barn second hand from a neighbor and as soon as I put it in my baby's room, the whole area smelled like a strong chemical. I researched and learned that this was a very common problem from rugs made a few years ago. I called into customer service twice and was told to immediately get it out of my baby's room, but at the same time was told that they could do nothing about it since I didn't have proof of purchase. I let the neighbor know but I doubt she has the receipt still. So, there's a $250 rug that omits a dangerous smell that I have to pay to haul off to a dump.

I purchased nursery furniture in January and scheduled the delivery for March. When the delivery date in March arrived Pottery Barn called me on the same day to say that the furniture was in LA (I am in NYC) and that it would be another 4 weeks to delivery. Not happy at this point in time as this is very close to my due date and I didn't really want to be worrying about setting up a nursery so close to my due date. It is now 4 weeks later and the rescheduled delivery date has come and gone and I still don't have my nursery furniture. Their explanation is that they cannot locate the furniture and need 3 days to find it. They have offered no solution or compensation and are dealing with the issue with no sense of urgency - just an email that says "sorry we will call you shortly."

I purchased a bed, night stand, and dresser for my son (over $3,000). I had to return the dresser 3 times because it was incomplete. The furniture looks as if it was used and the knobs come off all the time. I regret my purchase and do not recommend their furniture. Throw away those glossy magazines enticing consumers to buy pretty pictures because their product is a total disappointment.

I ordered a PB storage platform bed on 1/2/15 thru the PB store. It arrived, after significant shipping delays, on 2/28/15 damaged and with manufacturer defects. Replacement bed was ordered that same day. Due to backorder status of the bed, I was told it's going to be a month, then 2 months, then uncertain about when to expect the replacement bed. I've been on the phone with PB customer service relentlessly for weeks trying to expedite the replacement only to experience indifference, unresponsiveness and ingenuity, not to mention lack of professionalism in rectifying the issue. I've been passed over to 6 individuals to-date with no closer resolution of the matter. I've asked multiple times, unsuccessfully, to speak to or to be provided with contact information of the Supervisor of Consumer Relations. Instead, I am patched to another CS rep who appears unmotivated to help to rectify the issue.

I purchased the BUCHANAN SQUARE ARM UPHOLSTERED TWIN SLEEPER SOFA back in 2014. The sitting part was fine, but we finally used the sleeper function and learned that the frame is slanted from the top. Imagine you are stuck on an airplane and tried to recline your seat all the way, but you can't. I called customer service: it took them about a month to finally arrange for a technician from an independent furniture repair and delivery company to assess the sofa. The technician clearly explained to me that there was something wrong with the manufacture parts and the sleeper part is assembled at too high of a level to the sofa frame.

I ordered a very expensive custom bed and was told 8 to 10 weeks delivery. 4 months later I was JUST told they will deliver at the end of the month. I called customer service, no one would do anything, and was told manager would call back and never did. I would think for this much $$$ they would at least call back.

On December 1st, 7pm PST, I ordered $2500 worth of gift cards from Pottery Barn using my PB Credit Card. There was a promotion going on that indicated that you would receive 20% of your purchase cost back in rewards points on your credit card if you ordered/purchased by Midnight on 12/1. I even called customer service and asked if this promotion would count for gift card purchasing online. They said YES and told me I had until MIDNIGHT to order. So, at 7pm PST (10PM EST), I ordered my cards.

Pottery Barn charged us $320 to have a crib, small bookcase, and small dresser delivered. 3 business days later I received an email with an offer NO SURCHARGE ON FURNITURE. I have been on the phone with 3 different customer service employees who can't do anything unless we return the furniture and repurchase it!!! This makes me HATE this store I have spent easily over $3000 and I am so frustrated. No Supervisor has called me back yet. I shop in the finest stores and have NEVER not been credited for something that goes on sale after you purchase it.

Ordered 2 leather chairs from Pottery Barn instead of the ones we liked better at Crate and Barrel because they were supposed to be available in 6 weeks instead of 3 months. Ordered them Jan. 30. Got an email several days later saying they would be available for delivery April 23-May 7. Can they not count? Now when I check on my order the expected delivery is June 11-25! How does 6 weeks turn in to 19-20 weeks? Do they have no control over their product? I will not order from them again. It would have been better to order from Crate and Barrel and get the product we really wanted as long as we had to wait.

Horrible experience with Pottery Barn Kids!!! When you receive a coupon discount for Pottery Barn it cannot be used on Baby, Teens etc. - only Pottery Barn EVEN THOUGH THE COUPON SAYS KIDS, TEENS ETC. ACROSS THE TOP OF THEIR EMAIL BLASTS. It's a real bait & switch operation. Moreover, when you call Customer Service and ask to speak to a Manager, the response is "a Manager won't speak to you without an Order number." I replied "I have a Case ID number given to me by a Customer Service Rep who opened up a case on my behalf." Pottery Barn Customer Service Response: "We don't know what a Case ID is. You can't speak to a Manager without an Order #." You get the 'runaround.' Their sale promotions are bogus - used to lure you in but you can never use the coupons - read the fine print!

I am a Pottery Barn/William Sanoma fan. I love the products they sell but will admit that the prices are a little on the high side so I typically wait for things to go on sale before I will buy them. I received an email from Pottery Barn that read "Save on ALL Mirrors & Art" with no side note to any exclusion and in fact the word ALL was in capital letters. I wanted to order a second Kensington oval bathroom mirror but for some reason, while the entire line was on sale the oval mirror was omitted. I called the online number and requested that they honor their advertisement and I was refused. I requested to talk to a supervisor (**) and she also refused and said she was sorry for the misunderstanding.

I ordered a Stacked Crystal Floor lamp. Picture showed with lampshade. The box came with packing slip showing Stacked Crystal Floor base. There was no hardware, no lampshade, just the base. I went back online and re-read the description. No indication at all that it was only the floor base. I called customer service and after researching, told me that it was listed online incorrectly, and that it is the floor base only. All he could do was credit me back the freight. I did not want to return the lamp, so I decided I would figure out something. I don't know much about lamp hardware. I found a lamp harp and took it home but had no idea how it was to be connected or to what it was supposed to be connected. I have never purchased a lamp that did not have the hardware installed in order to put the shade on.

My mother placed an order on January 19, 2015 for an oversized anywhere chair with slipcover. We received the item over two months later (today) on March 25, 2015. When I assembled the chair and upon further inspection, I noticed that the right piping on the armrest has a ripped seam with the thread coming out. Today, March 25, 2015, I contacted customer service representative ** about what can be done to resolve this. My daughter wants the same exact slipcover but I was informed that the slipcover has a JUNE 10, 2015 estimated shipping time. I do not think we deserve to wait almost half a year (nearly 5 months) to have our order fulfilled. Also, what would we do with the foam chair pieces without a cover? They are not usable without a slipcover.

I ordered a pair of candle sconces from Pottery Barn. When I opened the boxes (which took about a half hour given the amount of packaging materials), I found that one of the sconces did not have the hardware that the instructions stated must be used to mount the sconces correctly. I called Pottery Barn and spoke with ** who told me that the only solution would be to send me a new set of the sconces. I would then have to take what parts I needed from them, repackage them and send them back via UPS.

I spoke to a customer service representative yesterday regarding the delivery of the replacement bunk bed. Pottery Barn has delivered a defective bunk bed to my home twice and now I have a partial bunk bed installed in my home due to the negligence. As a result, PB is unwilling to accommodate an AM delivery time slot because I have missed work on 4 occasions to accommodate a delivery from PB. The first delivery time was canceled due to in climate weather, the second delivery item was return because of a defect, the third item was partially returned because of the same defect and now I am still trying to receive a Hampton bunk bed that was ordered on March 2, 2015.

I received some Pottery Barn gift cards as a gift for my wedding a few years back and even though I was assured that there is no expiration date, the cards are now invalid. When I call their customer service, I am sent to various different departments which all can see the cards in their systems but cannot activate them or see the amount which was on the cards. Then they said they would research the issue and call me back but never did. After multiple follow-ups, I get the same response every time. This has been going on for months. This is an issue with their systems but seems Pottery Barn will not stand behind their gift cards. They are happy to take your money, but it's a gamble whether they will follow through on the deal.

My wife and I went into Pottery Barn as we always do whenever we are near one. She loves candle so of course that was one of the tables and spots that she stops at to smell them. She had decided that she loved this one candle and wanted to purchase it. $40 spent on it, we are in route home with her new candle amongst other items. She loves the candle but only to find out that once you burn it for about 3 hrs and the candle wax is low near the wick, the wick burns down and disintegrates. The candle states on the bottom "BURN TIME 13hrs" leaving you with 3/4 or more of a candle with no wick. There is no name on the candle but it is in a nice hammered patina tin with a tassel on the top, the only sticker on the bottom is a safety sticker and one with the #s 13282.

I ordered, received and returned a bedroom duvet cover and shams for my guest room (did not like color) back to them via their return instructions on-line and their printed UPS label. The items were in perfect condition and original packaging when returned. The UPS tracking number showed it was received back to them on February 18th, 2015. I called customer service on March 6th when the credit did not show up on my card. Waited 10 minutes for help. Customer service person was very nice and found the order in system. She issued the credit but would not say why credit was not issued sooner. Had a hard time finding the return in their system. Glad I called, apparently the credit was not flagged to be paid. ($189.21 not a small amount) I now have to wait 4-5 business days for my refund. Why not issue it today? They know they have the stuff back. Will never order anything from them again.

I would like to thank ** at the Old Orchard Store for reaching out to me and fixing the problem. ** was super professional, extremely apologetic for the bad experience I had and helped to solve the problem. She honored the original deal and handled the situation extremely well. I appreciated her prompt response and her desire to make things right. Pottery Barn you earned your loyal customer back - truly appreciate it!

I love Pottery Barn! I order from them often, and shop in the store on a regular basis. However, lately I have been extremely disappointed! I have ordered two different items and they have been on back order. And when I say back order, I mean I am basically never getting the items! After being told one of the items was on back order 3 different times - meaning given 3 different dates - I had to cancel the item. Each time I would call about the item, I was assured it was coming in on the next date. Then when that date would come and go, I would call back and would get pushed out to another date and so on!! So frustrating!! I am going through it again with another item now!!

On January 25th, 2015 I placed an order (**) for a "Faux Fur Oversized Throw" (Item # 1695097), listed at $199. As a first time customer welcome, I was given 10% off. I paid for it using a store merchandise credit card, that had been issued to me for the return of an unwanted Christmas gift. The new merchandise amount came to $179.10 plus tax. The item was on back-order with an estimated delivery of 2/18/15.

The bookcase was fine, relatively easy to put together, all the parts included. Instructions clear. My concern is the amount of styrofoam packings included. Why can't a company like Pottery Barn create more sustainable packing material. More cardboard less styrofoam. The amount of stuff we had to throw out was ridiculous. Frankly I wouldn't order another product from them for that reason alone. It filled up a large rolling municipal trash can with just the material that couldn't be recycled.

I purchased a sofa from pottery barn. When it arrived the sofa back popped when you leaned back on it. I contacted pottery barn, they sent someone to repair it. They ask that I keep the sofa and would be given $400 credit for my inconvenience. Six months later back still popping, front of cushions breaking down and fabric peeling. I contacted them and ask for advice as to how I could remedy these issues. I was told that by accepting the $400 I was accepting as is and they would not look at the sofa. It was not my understanding that I would no longer have warranty on the sofa. I thought it a generous offer for all the inconvenience. I shop at pottery barn on a regular basis and had no idea they wouldn't stand behind their products. Very disappointing. Just wanted others to know, don't accept credits for being inconvenienced. It voids your warranty.

I purchased some dishware at this location some time ago. I've used most of the set on a regular basis with the exception on the coffee cups. Everything has held up great with the exception of those same cups. The were packed and stored in the pantry. When I pulled them out to use, the enamel was peeling off the cups. I contacted Pottery Barn to see if they were willing to address the matter since this was clearly a defective product and could be a hazard. Rather than even apologize I was just told it was wear and tear and it would be beyond what they were willing to do for a customer. It's really a shame, beware because their dedication to customer service really only goes so far and I guess they're so profitable that there is no need to even apologize to a long time customer.

I have ordered many times online from PB. My first experience I ordered a rug & bedding items. They sent me 2 rugs! UPS driver who knows me, told me to just reject delivery of one rug so I did. Got my PB credit card statement charged for 2 rugs. Have called several times for this correction other items that were returned have not been credited to me. Rug incident happened during holiday season was told their warehouse was backed up. It's mid-February, refunds still missing, I'm sick & don't have energy to sit on hold then trying to explain and get nowhere. Horrible credit card issues!!

Received an email with the subject, "Starts Now! FREE shipping Plus, hours left at the Friends & Family Event!" When I placed my order it only allowed me to use one promo code. However, the subject of the email clearly indicates by using the word "Plus" I can use both the 20% off and receive the free shipping. Waited over 30 minutes to speak with a customer service representative and once I did I was even more disappointed. First representative had a terrible attitude and just kept reading the script in front of him. Got frustrated enough and asked for a Supervisor.

We have had furniture delivered from Pottery Barn Kids twice in the past with no issues. This time has been very different. On December 9th, we placed an order for the Catalina bunk bed. When a week went by with no call from the delivery service, I contacted the store. They said I should hear by the 22nd and gave me a number to call if I hadn't. The holidays came and went, along with a surprise hospitalization for me, so I waited.

I just received a Pottery Barn Organic Cotton 400 thread count sheet set which I ordered online on January 28, 2014. This set was listed retail at $250. I used an online discount of 20% off of the sale price. They were supposedly back ordered at the time I purchased them online. When they arrived today, I was utterly shocked at their poor quality and they do not look like nor feel like 100% cotton. They are so thin you can literally see your hand through them. I have bought sheets for half the price at Target which were better quality. One of the pillowcases has a hole in it and the end stitching on the flat sheet is coming undone. I unfortunately had them monogrammed so I can't return them.

It is easy enough to choose a leather sofa and chair from a catalog, but it would have been really good if Pottery Barn had an example of the leather sofa in their showroom. I took a gamble. Delivery this past Monday was rescheduled to Wednesday due to a snowstorm. Wednesday's delivery was rescheduled to today (Saturday) because the Patriots' parade was in Boston. Not once--three separate times--did I receive a call the day before, as promised, with a window of time they'd be delivering.

I buy most if not all of my home decor from Pottery Barn. I absolutely love their stuff and could not be any happier with their stuff. It is well made and holds up to my family. I only buy the home decor and bedding. I do buy my furniture elsewhere. Their stuff is simple and classic. When it comes to my home, I do buy top of the line stuff. The pictures they have for their stuff online does no justice for their items. They appear smaller but are bigger than what they appear.

PB will not honor price adjustments on items that go on sale. We recently asked about a desk going on sale. They said they did not know if it would. We paid full price. Four days later it went on sale. We requested a price adjustment, and they would not honor the sale price. We have been customers for many years but not more!!! When we called customer service they would not talk to us directly and instead made us leave a message. We never heard back from them! Check out Arhuas, Crate and Barrel, and Room and Board for fairer, more friendly, customer-oriented corporations!!! PLEASE REMOVE OUR NAME FROM YOUR CATALOGUE AND EMAIL MAILING LISTS IMMEDIATELY!

This has been the most exhausting transaction I've encountered in a while. On Feb. 1, I ordered a desk from Pottery Barn. Two days later, I get an email from Pottery Barn stating that all of their home office furniture is now on sale. The desk was originally $1499 and is now on sale for $1199. So I called customer service and they informed me that they no longer do price adjustments. Fine, just cancel the order and I'll reorder it. The rep stated that she'd cancelled the order and I should receive an email cancellation verification. Never received the email, so later that evening I called again and verified that the order was cancelled. The next rep stated that there has been a request to cancel the order and the order should be cancelled 24 hours from the request. Cool.

They just try take money from the customers. They don't care anything about money. I won't never ever buy there again.

I had to get a birthday present out to my Great-granddaughter and saw the offer on PB for Kids that if you signed up for an account you would receive a 10% off purchase price. My order was over $100. I signed up and waited a while and went back in to order. No where did the code show up. I wanted it to arrive in time for her birthday so I placed the order. Conveniently after the order was placed a day later the code was sent by email. When I called the company to ask if I could take my discount on that first purchase, they said no. I asked why the discount was not readily available at the time of purchase and they had no explanation. BEWARE of the DISCOUNT SCAM on PB for KIDS!!!

I've ordered 2 items for Pottery Barn kids, and both were nightmares. Ordered a chair in July for my son's 1st birthday which was in September. They sent me it in a few weeks without the monogram, they quickly picked it up to return a couple days later. I'm going to make this the short version, after calling several times over the next few months, and having them tell me "they don't have the fabric to make the chair anymore, or oh it will be there in 2 weeks"... blah blah blah. I didn't receive his chair until OCTOBER!!!! I mean really?! What happened to the chair I sent back, all they had to do was put his name on it, like it was ordered.

We bought a bathroom mirror online from Pottery Barn. The first arrived broken. Pottery Barn to their credit sent a second mirror that was also broken. We sought and received a refund. We went to a competitor whose mirror was successfully shipped on the first attempt. Pottery Barn's packaging was quite visibly inferior and obviously deficient. Our bathroom project was underway and we didn't have time to "get lucky" and actually receive an undamaged mirror from Pottery Barn.

Pottery Barn Couch Delivery worse than dealing with Comcast. The scheduled delivery time kept changing. There was no one from the Pottery Barn delivery company 1-877-298-3583 who could give an answer. Despite trying to speak to a supervisor, we only got long holds and then hang-ups. There is no way we will ever order from Pottery Barn again.

I had 2 deliveries set up. One delivery on 23rd from Pottery Barn kids, one on 24th from Pottery Barn. First delivery was for my daughter's playroom. My son was home to let delivery men in without letting me know they decided to deliver my bed on same day. Unfortunately since I was not aware of the change and email clearly stated it was scheduled for 24th, I did not clear out my bedroom of valuables. When returning home I found a new bed and stolen money. Since my son did not stay in the room with the delivery men it became a he said she said scenario. A month later, still trying to get a hold of someone to make this situation right but all I have heard is the delivery company is contracted out and it is not Pottery Barn's problem.

I ordered a bed for my son and after making the payment find out the bed won't be delivered for a month. So I order another bed more expensive to receive the bed sooner. The bed and mattress were going to be shipped at all different times and I had paid for the extra money to have it all put together so had to call to arrange it to come together then everyday got an email to call the furniture department when customer service said they would stop emailing me and never did.

I have been a loyal PB customer for many years and have NEVER had any issues with their customer service. In fact, in general, I have always been treated pleasantly. That treatment, along with their great products is what has kept me coming back. However, tonight I had the misfortune of speaking with a customer service rep whose name is Felicia (or Felicity) and she was extremely rude and unprofessional. She would not listen to my complaint over what I considered a misleading Preview of a personalized sign online. She insinuated that I was not "computer savvy" even though I am a software engineer and escalated her voice to the point where she was talking over me.

I ordered the "Blythe tufted canopy bed" through the store. Was told it would ship in late January. I logged in online to see if there was an updated delivery date, and it said "late May". I called the store who apologized and promised to see what kind of a discount they could get me. When I hadn't heard anything from them after a week, I logged back in, only to find out my bed was now estimated for delivery in JULY (a six month delay). If I had not logged in online, I would have had no idea there was a delay because I have heard NOTHING from the store.

Our Pottery Barn Manhattan Leather Sofa has had a whopping life expectancy of about one year. After that time, the 'foundation' under the center cushion started to sag. While we did wait a while to get back in touch after alerting Pottery Barn the first time, they will now not help at all with the sofa. And the sofa is basically garbage without a repair. Researched this purchase for months before buying and Pottery Barn is basically selling a piece of junk. We are two averaged size adults with no children and we don't even use the house on the weekends. Under careful observation, the support under that cushion is not even a rigid piece of wood or similar, but rather thick felting, as used under carpet. Utter garbage. Again, while we should have been in touch sooner, Pottery Barn is selling junk. We're bummed and they lost a customer.

I ordered a bed in October 2014 for $1499.00. It was back ordered until December, then pushed back to January. I received an email and the bed was on sale for $1261. I called to have the adjustment. Waited on hold 30 minutes, hung up and called back, waited on hold 45 minutes. Finally spoke to someone who said corporate policy changed in November and they no longer give price adjustments. I said I don't have the bed yet, just cancel and I will reorder. He said it has been shipped and you will have to pay all shipping charges to cancel! Almost $300! So I am done ordering from PB. Obviously they don't care about their customer.

We purchased a dining room table from Pottery Barn. We went to the store in Reno, NV and was assisted in placing the order online by one of the Sales Reps. We wanted by Christmas but were told that it would be delivered on 12/26 but they would try to have it to us by 12/23. We received a call from a representative from the shipping company that Pottery Barn contracts with saying that the table had arrived in Oakland, CA., a 5-hour drive from us. We were told then that they had us on the schedule to deliver on January 14th.

To begin with, the crew tracked clay all over my brand new carpet. They scraped my wooden banister prior to taking it off and stripping the screws. There are indentions all up my walls, and to top it off, a hole in my ceiling. I immediately placed a call to customer service to let them know about the damage and that their information provided was incorrect.

My wife and I ordered a bed frame from Pottery Barn. We were told that the bed frame would take 8-10 weeks to be delivered from the purchase date. After the ten weeks had elapsed, the Pottery Barn delivery team called us to schedule a delivery. My wife and I took off work to help the delivery folks set up the bed frame in our home. We received a call on our first scheduled delivery date that our bed frame was not placed on the delivery truck, and that the Pottery Barn team would need to schedule another delivery date. My wife and I again took off work on the next scheduled delivery date.

We ordered a couch on Nov. 2, 2014 with high hopes that the promise of a delivery by Dec. 23rd would come true. Little did we know that we would never see that couch! We paid 1200 dollars for it, which was very overpriced, but we couldn't find another couch for cheaper that could be delivered quicker. So we went ahead and ordered it because they promised us delivery before the holidays. It was even in an email that we were given. Then on Dec. 14th we called their customer service number to check on the status (which is absolutely horrible) and were told that it had been shipped and soon we would be getting a call to set up delivery.

After waiting for a month I called to track my order and was told that the order did not go in. She said she could not find it even with my confirmation number. Not only did I not receive my order, I lost my 25.00 coupon. Would you not be angry too?

On Jan 6, 2014, I looked at the Pottery Barn catalog I had received in the mail and saw that on p. 84-85 they were offering the Logan Large Media Suite for $799. When I called to order it through the catalog, I was told that they would not be honoring that price as it was a typo. Then, I called customer service to file a complaint, and the woman on the phone was very abrupt and said that it states in their catalog that they are not required to honor their prices, but she was unable to tell me exactly where that was. I then asked if there was some other promotion that she could give me, and she said she was unable to do anything for me. I think that companies should honor misprinted prices and correct their mistakes. However, Pottery Barn was unable to do anything for me. They were terribly rude on the phone, and have lost a customer.

I ordered a blanket throw from Pottery Barn and the smell is so foul that my whole house smells now. We have put the blanket outside but that hasn't helped. The blanket is from India as is the rug that I also ordered with it which is a different color than the one shown online. It also is not quite the size advertised and obviously is also poorly made. I noticed that the outside carton had a British Airways sticker on it as it went from India to England to Delaware to CT. I guess that is the reason for the high prices. It certainly is not the quality. The Pottery Barn is not what it used to be at all. I am going to be returning the rug and the throw if I can get it to UPS to send back. Not sure I want it in my car. This is the final bad experience at Pottery Barn for me.

I have shopped here for years but did not have any issues until recently when I had to call Customer Service and what a nightmare! My first issue is that they refuse to exchange without a receipt or order number... I received a Duvet cover as a gift that they refuse to exchange for the right size... but whatever that's their policy.

I have had a Pottery Barn Basic Sofa for many years and have bought replacement slipcovers over the years online. They have changed the size of the sofa so the slip covers no longer fit. I called to see if they could be ordered. I was told by a "customer service" (hah!) agent that they were aware of the problem and a supervisor would call me back. Two days later, still no call. I called again, twice. The first time I was put on hold. I hung up after 30 minutes of music and tried again asking for a supervisor. Again hold. Hung up after 10 minutes. Amazing, I am trying to buy something here! I am done with Pottery Barn.

I normally do not write reviews, but since this is about the 3rd or fourth time I have ordered something and the same thing happens, I think I should write a review. And I am no longer going to be using Pottery Barn. Last time, I purchase a large order of approximately $700. First item I returned, and had to call to get a 250-dollar return. A few days later, I decided that the other bedding in my order wasn't really my style, and I called and was issued a UPS label by Pottery Barn. 3 weeks later, NO REFUND. Again, I had to call, and stay online while they finally figured it out... I'm done with Pottery Barn. I don't have time to chase my order refunds!

I was on hold for 21 minutes and then cut off. This happened twice. They answered quickly, but then handed me off so I ended up on hold. Then I heard 3 beeps and was cut off. I received a piece of furniture with a huge gash, and if you turn it over you can see that it was hit with such force the piece is split. There was no damage to the shipping box, so this happened before it was put in the container. This item cost over $1000 and I will not let this go.

I shopped a lot with PB and received a $550.00 rewards certificate for my efforts. I saved the reward for my daughter's Christmas gifts. I purchased about half of her Christmas and was saving the other half of the reward for later. In fine print on the back of the reward it says you must use it all at one time. Who reads the fine print on the back of the reward? What other company in America does rewards certificates like this? Why don't they flag you and tell you that you are going to lose the rest of your reward if you don't use it when you are placing your order?

I ordered multiple items on December 14th with the promise by several representatives that my order would arrive by Dec. 24th. They failed to deliver and now all of my items ordered are of stock. I will never do business with PB or PBTeen again.

Placed an order on 12/13/14 for a Christmas Gift. The gift never arrived. When I went on to PB website to track my order (on Christmas Day) I found it was backordered and it stated they would deliver on 4/10/15. I never received an email stating this item was out of stock so I could make a decision whether to cancel. I will never, and I repeat never, do business with PB again as their customer service is horrible!

I ordered my son a comforter on 12/18. I wanted to guarantee that it would be here by Christmas so I paid the $36 for overnight shipping which said the estimated delivery date was 12/19. The order confirmation email said the estimated delivery date was 12/19. I am well aware of the time of year, so I thought to myself, "it will be here by 12/22 or 12/23 at the latest."

On December 7, 2014, I ordered a blue personalized suitcase for my toddler grandson's Christmas gift. I received appropriate confirmations and the like. When the suitcase did not ship in the promised amount of time, I called Customer Service on December 16, 2014 to have them change the shipping address so that it would go directly to my grandson's home in California. The agent in Customer Service was very thorough and helpful, giving me confidence that she had effectively changed the shipping address. On December 23, 2014, I received an email... not a phone call, but just an ordinary email... informing me that the item was no longer available and would not be shipped AT ALL.

It seems like the Pottery Barn online ordering system messed up big time this holiday season. On Dec. 9, I ordered 2 beanbag slipcovers that were in stock, paid extra for the personalization, and was promised that they would be delivered on 12/18, in plenty of time for Christmas. I was certain that if there was a problem or issue, I would get an email, right? Wrong. I am trying to help my elderly dad and care for my two young sons, and get ready for the holidays. I am kinda busy and stressed, like many moms at holidays, so I don't have time to worry about them keeping their promise. The 18th passes, but I have faith in this company. My sons are so excited for Santa to bring their new beanbag chairs, and I drive 45 miles to pick up the inserts to save the extra $40 in shipping costs had they been shipped to me.

$35,000 was spent for several rooms of furniture and EVERY wooden piece of furniture the finish came off. Furniture is heavy but not worth anything because of the finishes! Crap furniture; don't waste your money!

I purchased a Christmas gift from Pottery Barn for a grandchild. It is an Anywhere Chair. Within two days it was $20.00 less than the price I paid, I had not even received the item. I called for a price adjustment and was told they do not do that. I am very dissatisfied.

I ordered sheets and pillowcases three weeks before Christmas from PB Teen. I realized immediately that I had provided the email of the recipient instead of the shipper. I called PB Teen immediately to correct it. PB Teen International said they would correct it with Borderfree who handle international orders. I then received a confirmation to my email from Borderfree that the order was being processed. My credit card was pinged to make sure the card was good. On Dec 22, I called PB Teen to find out where is the order was (since it was almost Xmas). After 10 minutes of searching, the woman says that although Borderfree confirmed the order to the new email address, Borderfree can't change any order information so they CANCELLED THE ORDER WITHOUT NOTIFYING ME. PB Teen's final word: not our fault/problem. It's Borderfree who handles our orders. DO NOT SHOP PBTEEN FOR ORDERS TO CANADA.

Have never been so disappointed in the lack of customer service. Pottery Barn in general has degraded themselves as a store. The only thing they forgot to do is lower the prices. Well truthful I have got better customer service from Walmart!!! Problem is I went to order a Christmas Gift and apparently there was a mistake on THEIR end with pricing. I went to order a backpack and it was only .30 so I ordered 10. My card was charged and I received confirmation of shipping on Christmas Eve. Then I went to check for a tracking number and everything had changed. I called customer service and was told "out of stock, sorry". Very rude so I requested supervisor. "Oh, no one here until 10:30. I will have them call." Imagine this NO CALL. So I called back still no where with this new customer service person. AGAIN NO SUPERVISOR will take a message. LOL, so after going over every thing again with her and being put on hold over and over again. Guess what I learned. "Oh we have them, we just changed the number. I can sell you one now and have it shipped for FULL PRICE and shipping and handling." NO THANK YOU.

Been watching the price for this rug for awhile, it started out for $649 for 9x12, then towards the holidays went up to $699, now just saw new price of $849! I guess a sales price for this rug is out of the question - wouldn't of thought it would keep going up in price for the same product!

We ordered a custom couch from Pottery Barn on Sept 1, 2014. There are three pieces to the order. I requested that they hold all three until the order was complete. I was told the order was complete in November. The scheduled delivery arrived with two of the three pieces. I have since called a dozen times and told that there is an issue with the supplier. However, NO ONE can escalate or dig deeper to tell me what the issue is. Upon the last call- I was told I may receive my last piece in "Jan 2015". No one knows for sure. I was also told I cannot cancel the order!

Liars. Everything sold is made in China. Cheap merchandise. Falls apart. Cheaters - will never shop again. Mass produced crap for sale.

I have placed many orders with Pottery Barn before, and this issue happened just recently in the last month. I have a few items in the cart and I was waiting on a good sale with emailed promotional coupons. After trying out a coupon to see if it applied and clicking ‘remove coupon’ my order would automatically be submitted. After calling up to cancel the order that I did not submit, Pottery Barn Customer service would tell me I had to wait 24 hours before they can cancel my order and it would be canceled (which later I was told they have the ability to actually submit for cancelation but the rep lied).

I received my pottery barn December 2014 (listed on the front of the magazine). In November 28, I found a wool rug that I wanted to purchase that was listed on sale. I waited a few weeks before ordering and when I called Customer Service today they said that the sale ended November 19th!!! What? I did not receive the magazine until after that. And I looked all over the front, back, and first few pages into it and did not see anything about an expiration date on it. The CS lady said "Oh that's on page 49.” What kind of company sends out a teaser magazine with sales after the sale has expired and buries the expiration date deep into the magazine?!! Very poor business practice.

I have always been reluctant to visit Pottery Barn and Pottery Barn Kids because I don't fall into the income gap they are used to. However, there are only two in my area and I choose to go to the closest one, which happens to be Plaza Frontenac in St. Louis. I was extremely impressed with their customer service and willingness to help me. There was a pillow that they were sold out of and without missing a beat, a sales person asked if I wanted her to check another store to see if they had it. She even gave me a printout and off I went. I have had nothing but excellent customer service from the stores in St. Louis and also online. If I weren't a loyal customer before, I definitely am now. Oh and Pottery Barn, please bring back the Blake collection just how it is next year :D. I love it and was bummed when the shower curtain sold out!

During the online checkout process, I attempted to remove a promotion code with the intent of inputting another. The order AUTOMATICALLY submitted (was placed). I had no intent of doing so until I was sure that the full order amount was within my budget and would have changed items to ensure it was. I IMMEDIATELY contacted PB via phone and was told that they would annotate my account, requesting cancellation. I subsequently emailed them and initially received generic feedback (autoresponses) that did not address my issue. Instead they addressed me by an entirely different name and thanked me for alerting them to a customer issue. I didn't have a customer service issue up to that point, but a cancellation issue. Eight emails from them later, and only one correctly addressed the issue -- albeit, the issue was not dispositioned to my satisfaction. I never placed the order in the first place!!! Now, I'm on the hook for payment and the order is being shipped to the gift recipient.

Abominable. Atrocious. Purchased two lovely Eiffel tower christmas ornaments to decorate gifts/trees of friends going on their first paris trip the day after christmas this year. I placed this order on Black Friday online - free shipping. Since ordering, my delivery date has been postponed 3 times, first december 5th, then the 12th now the 19th. Turns out GREEDY GREEDY POTTERY BARN oversold and have 13,000 ornaments backordered.

I am so disappointed with Pottery Barn Customer Service. I purchased bedding on 12/11/2014 with Rewards Coupon (that I have earned by the way from shopping and charging on Pottery Barn CC). On 12/12/2014 I get an email advertising a Promo for Bedding. I called Customer Service to apply the Promo Code to my Bedding order the day before. The Customer Service Rep said she could not, they have a new policy that they cannot alter customer orders, then I said I would cancel and re-order, she said I would lose my Reward Coupon if I cancelled my order and could not get them back. HOW HORRIBLE! For your information Pottery Barn - I AM PAYING OFF MY CREDIT CARD AND CLOSING THE ACCOUNT! Nordstrom & Macy's appear to be much nicer to their customer than YOU! Pottery Barn is the Grinch in 2014!

I called PBTeen to order a trundle bed to be delivered to my daughter's house. The bed was back ordered (Dec. 19). A few days later, I realized I had a 15% off coupon. I called to see if I could apply the discount to the back ordered bed and was told that I could. At that time, I also ordered a trundle mattress. However, when checking on things later, I discovered that my bed order had been canceled and the mattress order was a box spring and mattress instead of a trundle mattress. I called and had to order the bed again. And a trundle mattress. When looking at my credit card statement, I was charged twice (different amounts, by the way -- off by only a few dollars) for the bed. I called again and was told by the rude customer service rep that she didn't see where I was charged twice. She told me I had to call another number. She couldn't transfer me. She offered no apology, and raised her voice to me when I asked why I had to call to correct their mistake.

I ordered a large sectional from Pottery Barn and received it this summer. When it arrived I was excited because I thought it would be very comfortable since it had down wrapped cushions. It wasn't. I thought it may have needed to be broken in so I waited a few weeks and contacted customer service through email. I was told someone would respond in 24 hours. I received that standard response and was then told I would hear from a manager. That took another 4 days. I was informed that it was a special order and it was not returnable but they would send me replacement cushions.

I purchased an $80 set of PB Essential 300 thread count sheets. After only TWO washes they are pilling... it feels like sleeping on cookies crumbs. I can't believe Pottery Barn is selling such a bad quality sheets. No wonder you can't review their products on their page. BEWARE of the bad quality of PB. I rarely write reviews and I threw away the receipt to make this a verified purchase but I hope to help someone avoid the mistake of buying such a bad product.

I went to the local PB Kids store in Birmingham AL to look for nursery items for my first grand daughter who lives about 4 1/2 hours away from me in Fairhope, AL. Sounds simple enough. Ladies were very helpful and accommodating and thus the two stars. They each deserve one. It is the behind the scenes action that puts a damper on all the nursery excitement. I ordered a Blythe Crib and Dresser. I paid for WHITE GLOVE SERVICE for the dresser as I knew it would be heavy. Well WHITE GLOVE means absolutely nothing other than PB will take your money. The delivery people are not PB employees. They are local delivery service for the area you live in. BUYER BEWARE of this service. RIP OFF ALERT. Blythe Dresser arrives Monday 24 Nov 2014 between 2:00 and 4:00 but show up at 12 pm while she is at work and call to see if it is ok to leave it on the front porch since they were in the area. She says no and gets them to come at correct time since she is still at work. When they finally arrived the second time, did not want to take it out of the box. They did not want to attach hardware and they were very reluctant to haul of trash from container as promised by the PB sales clerk. So my daughter had to keep asking them to do things. They left white packing material all over her lawn then the wind blew it all over everyone else's yard. She is in her third trimester trying to catch white stuffing all over the place and I PAID FOR WHAT???

I bought 5 items online equalling $2000 but 2 of them were back ordered which certainly wasn't my fault! So they put a hold on my account for the full order of $2000 plus the $1600 worth of the items that were actually shipped so now I have a processing transaction of $3600 on my account when I only bought $2000 worth. I'm glad that Pottery Barn thinks it's ok to charge for double and let people unable to access over $1000 for 30 days. Completely outraged!!

On 12/2/14, Pottery Barn advertised a Deal of the Day 40% off all frames plus free shipping (screenshot attached). I attempted to purchase, amongst other things, a large wall frame only to find that the frame was 20% off rather than the advertised 40% off (screenshot attached). I first called Pottery Barn customer service during the promotion and was told that they would not honor the 40% off my selected frame because it was excluded from the sale. This contradicts information given to customers on the Pottery Barn website, which said "40% off all frames" and the "Details" link stated the 40% was off the original price, and said nothing about exclusions of any frames (screenshot attached).

I ordered several pillows during Cyber Monday and went to put in my 20% off code. I mistakenly hit submit instead of putting in the code, but called PB immediately to see what could be done. A rep told me that there wasn't a code for 20% off but when I read the number she told me that she would go into the order, apply the amount and call me the next day. I never heard from her. When I called PB, they said they could not apply the code 2 days after, but she could have cancelled the order and I could have resubmitted it. They do it all the time.

I ordered a woodland train stocking for my new son to match what the rest of the family has. We received the stocking last night and opened it and it is the completely wrong stocking pattern and has someone else's name on the stocking. The packing slip was correct, but not the item shipped. I immediately called to get the correct stocking. The rep informed me the stocking I ordered is not in stock and won't be this year. They also said that they have 150 people that ordered the same stocking I did and they won't get their order. Apparently I shouldn't have been able to place my order. Seems to be a major flaw in inventory and shipping for allowing me to order and personalize a stocking they don't have as well as sending me someone else's stocking. UPS will stop by tomorrow to pick up the wrong stocking and I will be refunded money once they receive the stocking back. Very disappointing that they messed up all these orders.

SHAME ON YOU, Pottery Barn! I have never seen such poor quality of their Christmas stockings in my years of ordering from them. PATHETIC! Doesn't even come close to describing it. It's smaller, thinner and poorly constructed. There is a snag across the fabric and stitching is loose...bad bad bad. I wish my camera was working so I could take pics of this atrocity. Not worth the $26.50 I was charged. I am sending this crap back tomorrow. They split my order in half and I have to haul shipping of the other stocking I ordered. I don't even want to see it, they can have it back. BUYER BEWARE 2014. Would like to add that customer service was somewhat helpful in allowing a return of this and a refund of my money since it's damaged. I'll at least give credit for that.

If you're contemplating ordering a sofa and loveseat etc, I say... Go for it! I placed my order Sept 1, 2014 and just received the furniture today Nov 28, 2014. It took a substantial amount of time! During that time I did panic and also changed my mind, although couldn't make any changes, because I was locked in. I purchased the PB comfort roll-arm sofa and loveseat, plus an ottoman cover in the white denim. I chose that fabric because it felt durable and it is. These sofas are quality pieces! If you're a perfectionist though, think twice, because they bring a casual, slip-covered feel into your home and aren't exactly identical! Seams are gathered more in some areas, etc and there was no "white glove" delivery, which they claimed all along. Mine came covered with slipcovers already on them, wrapped in plastic. The bottom edges were a little dusty, due to delivery but nothing I couldn't live with.

My husband and I saw a media console on sale for 20% off at Pottery Barn, who we never ordered from before. We loved the picture on the front page of the website and spent about two hours measuring and looking through all the different options. When we checked out online, we noticed that there was no discount applied. After being told that the online chat was unavailable, we called the customer service line. After being kept on hold for nearly 15 minutes, I explained our dilemma to the rep who promptly told me that the discount didn't apply to furniture. She proceeded to transfer me to someone in furniture. After another ten minutes holding, the rep told me that the discount did not apply because I was buying pieces of the console. I explained how this did not make sense since you have to buy pieces based on your available space. She kept repeating herself and I finally hung up exasperated and disgusted with Pottery Barn! Not only will we not order this console, but we will never do business with Pottery Barn again!

I called pottery barn this morning, Nov 21, 2014. The reason for the call was to see if they would reissue a rewards certificate for $125.00 that had recently expired. The reason I ask and though they might reissue the certificate is I did not get to use it on time because my wonderful husband passed away on Nov 5, 2014 and I forgot about it till now. With my husband so sick and then passing away, I would have thought a company that has always been as good as I thought PB was that they would help me with this. I earned this certificate and I am a very good customer of PB for many years that and thought they would help as they have at other times. I am heartbroken at this time and now it is like PB did/does not care. Pottery barn seems to have changed. Maybe I talked to the wrong person but they should have more compassion for my situation. I am very disappointed in pottery barn. I wish I knew someone higher up in the company to send this complaint to.

I ordered two small items. One item was a tray on sale for $31.60 and a tiered stand for $29.50 (red plate). They sent the tray but back ordered the stand so I called and said I would take another color and all was ok as I told PB I would only pay the shipping as on the first bill. Bottom line for two items that cost $67.05 including tax of $5.95. Total $67.05 but on my bank account I was charged 16.41 for two items for shipping. I would never pay that much for shipping. I can order from many places and PB will no longer get my business. I thought $11 on the first bill was high but was willing to pay that but over $16 is not going to happen. I have been ordering about 95% of everything we have this year because my husband is very ill and I stay home to care for him. I have ordered from Saks, Neimans, Nordstroms and I order the most from Walmart. Walmart ships free over $50. I order all the food (except fresh produce) and cleaning and paper items. They are fast and never a problem---except with PB. Bad service and customer service does not tell the truth. I called this morning and they will cancel my tiered stand and I will have to pay for the tray for a total of $42.87--for a 31.60 item...

After plenty of explaining, this problem was resolved.

I ordered 2 pieces of furniture at the end of October, and the larger one, a TV console, arrived at my locale within a matter of days. The second piece, a bench, is apparently en route from NJ. The issue? They won't deliver the console until the bench arrives. The console has now been in my city for 2 weeks, sitting in a warehouse, and the bench isn't due to arrive for at least another 2 weeks, possibly more. I've argued multiple times to have the console delivered now, even threatening to cancel the entire order. But of course I'm interacting with call center employees who have no vested interest, no authority, and are really only there to answer the phone. Talking heads.

I ordered and paid for a day bed from Pottery Barn Kids back in September. Unfortunately my old address was in their system. I corrected this when the delivery was set up. PBS said they would reschedule the delivery. They would call me.... Weeks passed, no new delivery. I called PBK to find out when the furniture was being delivered. Finally after being on hold 30 minutes I hung up and emailed. I received a confirmation of my email and someone would call to set up the delivery. I received a call designating a day, no time. Delivery was scheduled for tomorrow, no time frame. I called today to find out a time. I waited on hold another half hour to speak to a person. The delivery had been canceled, no one let me know they did not have the furniture to deliver it. I asked for someone in management to call me back today. NO CALL was received. Another delivery is scheduled for next week, they don't know if they will have the furniture. I paid almost $1000, 2.5 months ago, all I have to show for the money is frustration and an attitude by PBS of, "so what?!" No call from PBS yet!

I ordered three bar stools, six dining chairs, and a dining table. The bar stools came within 3 days. They were beautiful. The packaging was exquisite, reminiscent of the packaging care that Apple used to take. The chairs came within 7 days, about a week before estimate. The chairs were beautiful, packaged well, but were not what I was expecting. I called Pottery Barn, was connected right away, and they sent someone out to pick them up, and gave me a full refund. The table came 2 weeks earlier than estimated and was lovely and perfect. I wish shipping wasn't so expensive, but all in all I am so impressed by the delivery and quality of Pottery Barn products. Great customer service.

We received the new stocking today and I can't believe how cheap it feels! It is NOT high quality like the ones we purchased 5+ years ago. Even my husband could feel the difference. It is also smaller! Also, they stitched his name on it but stitched through to the inside, so one side is stitched down. VERY POOR WORKMANSHIP. On their website they state....."At Pottery Barn Kids, we take great pride in the quality and craftsmanship of our products. Attention to design, materials, safety and construction is our priority. We carefully inspect your order prior to shipment; upon receipt, please inspect your purchase and notify us of any damage."

I was charged $324.93 for the delivery of a sofa, chair, & small wooden trunk. I had agreed to a delivery surcharge of $210, but was unaware that an extra 'surcharge' of $114.93 was added to the order. This extra surcharge was NOT for white glove delivery as the furniture was only placed in the room & the plastic wrap removed & taken away. I cannot order from PB if their surcharges are added. For what??

So I ordered a table and 4 chairs from PB in August, 2014. I went to the local PB store to find out where my order was because I haven't heard anything other than the initial email saying it was on back order. Kind salesperson did her best to locate info and she was told that my order was at the warehouse and they would be calling me the following week to schedule delivery. They called, I scheduled and they came today (an hour earlier than scheduled which was fine, I waited so long I was excited). They delivered my nice table and no one seems to know where my chairs are. Why would you tell me to get rid of my old furniture before the delivery if you weren't going to actually give me chairs to sit on. I have kids that can now not eat at the dinner table because there's nowhere to sit!!! Now it's another 2 weeks at least with no chairs (too close to Tday for my taste) before I will see chairs. Never again will I buy from PB. I could get just as nice furniture from a local family owned store and actually get it delivered at one time.

Waiting for sofa and loveseat since July 2014. Received damaged loveseat 10-14. Called again re sofa delivery and was told scheduled for 12-14. Do not want to wait any longer.

As it happens, it took several months from the initial purchase to resolve the situation. I did however receive another table which was shipped to me from across the states from the East coast AFTER I was confidently told that there were no more of them I stick until April of the following year. Insisted the Customer care professional who was assisting me check more carefully because the Pottery Barn website still continued to offer the table and did not list it as out of stock.

Benchwright dining table, cabinet, hutch, buffet, eight chairs. I ordered all of the above from the Pottery Barn catalog in June, 2014. The two Winn armchairs came in less than two weeks. The six side chairs came in July and the balance came August 14. Of course we opened the cartons to enjoy the chairs, not knowing it would be so long before the set was complete. We packed up all of the cardboard boxes and took them to the dump for recycling. When the delivery guys came with the balance of the order, they were great and quickly set up everything. The center brace for the table was missing. The guys told us they would notify Pottery Barn (PB) and we would get a call about a replacement. We never got the call. And, it turns out that the armchairs don't fit under the table (even after adjusting it to its highest possible level).

On 6 September I ordered two leather swivel chairs and was told the approximate availability date I would be contacted for delivery was 20 Oct. On 19 October I received an email stating my chairs were on back order and the earliest availability date was now between 12-26 December, delayed another 6-8 weeks with no reason explained. I called several times to customer service at which I was transferred to the furniture dept and was cut off. After several attempts I was able to talk to a representative who apologized & told me nothing could be done other than canceling the order or waiting for the chairs to arrive and that there was no guarantee they would arrive in December either because the chairs are made-to-order. Extremely frustrating that the company doesn't have enough foresight to tell me that it will take an additional two months or longer prior to the night before the original date outlined. Customer service - the worst I've experienced with a large company such as this.

I ordered the PB grand sofa & loveseat in May of 2013, it took 9 weeks to get it, I had to call as I received a receipt and they said it never got ordered!! Now 10 months later the furniture looks like garbage, I took pictures and showed the associates in the Orland Park, Il. Store and they could not believe the couches were 10 months old. After Much debate, the DM finally agreed to return the item for another couch. First I was quoted October 6th date 7 weeks, I had to call X2 to find out the fabric is on delay! So if I would not have called they would not have contacted me!!! Now I get an email stating that due to a production delay it looks like the couches will be here closer to end of December... keep in mind I ordered this in June. The managers were rude, customer service if you could call it that was even worse! Too bad I didn't find this site before my initial order, while I wanted slipcovered, if I knew what a debacle this would have been, I WOULD HAVE NEVER ordered from here!! Shop somewhere else if you want quality furniture and to save yourself a headache!!

Ordered a $600+ mirror through the catalog on September 2, 2014. They informed me that this mirror was on back order and that I would not receive it until late November - early December. I was bummed - what was to be a Birthday gift became my Christmas gift. I had them check other stores to see if there were any mirrors in store that I could pick up. Nothing nearby.

I ordered a 3 piece sectional sofa in March 2014. It is now mid-October (7 months) since my order and I have received 1 piece of the 3 piece sectional, although they have charged me for all 3 pieces. I have spent countless hours on the phone dealing with this debacle. I have been very disappointed with the customer service and the lack of communication. I have been VERY dissatisfied with Pottery Barn and would advise you to look elsewhere if you are considering ordering from them. I have in the past been a loyal customer... but no more. They have process problems with the manufacturer and also extremely poor customer service.

It took me several attempts to order a sofa from Pottery Barn. I spent an inordinate amount of time troubleshooting their online ordering system before ordering by phone. I was finally able to place my order on August 10. About a month later, I received an email stating my sofa was on its way and that I would be contacted by their "white glove" delivery service to set up an appointment. Approximately a month after that, I had received no communication. I wrote an email to Pottery Barn from their online site and received no reply. I then phoned them and spent an hour on the phone while they troubleshooted the problem. Then they transferred me to their delivery service to set up an appointment. Turns out the next available day was two weeks later! Why doesn't Pottery Barn do a better job of monitoring its orders? Why do their customers have to spend hours on the phone solving their problems? If I had known ordering a sofa from them was going to be such a hassle, I would not have done it. Their poor customer service means I will never be ordering from them again, regardless of how much I like the sofa. In the meantime, of course, Pottery Barn has charged my credit card. They will have had their money for over a month before I even see my sofa.

I placed an order online for $1600 of furniture. I received 1st shipment quickly and in great condition but the "white glove" delivery arrived 2.5 weeks after my order was placed. I want to return one of my "white glove" items and I have called customer service - they told me I had to talk to 'furniture' but wouldn't give me a name or a direct line to contact them. I sat on hold for 40 minutes and no one in 'furniture' ever picked up the line. I called customer service back and they said they couldn't help me. So far, I have not experienced satisfaction guaranteed and I don't think PB offers the level of customer service I expected. I will never make a purchase from them again. It's not because of the products, just the lack of customer service.

Ordered a leather sleeper sofa on July 20, 2014. Said it would be 8-10 weeks for delivery - DO NOT BELIEVE THEM. I called numerous times to check the status of my $3500 order and each time they gave me a different answer... From it's left the manufacturer; the delivery company will be calling soon; it hasn't been manufactured yet; it will be about 30 days and we'll refund the $250 delivery charge; and on and on. Very frustrating. But today was the last straw. After waiting 3 months for the sofa (and getting rid of my old one to make space for it), they delivered a totally wrong sofa - not the right style, size or covering.

I have called multiple times, and when I'm able to speak with somebody they transfer me because they are unable to answer me.. This store is the absolute worst I have a delivery coming and they charged me incorrectly. The table was purchased on sale and they charged me retail.

I made an order in excess of 3,000$. While PB customer service is very polite, they have no control over people making deliveries. Different people called us at different times scheduling a delivery with us, which left us in a complete confusion over the delivery date. Until one day a delivery guy calls my wife saying that he wants to deliver our furniture (no heads up call or e-mail). I responded an hour later when he informed me that I was too late. This happen during business hours. He scheduled for the next but did not deliver it, nor he cared to inform that he is not coming. While this is not a fault of Pottery Barn, I would strongly advise: do not order from Pottery Barn until they manage to have some communication/control over their delivery people.

Pottery Barn is a very expensive company. I use their credit card, got a coupon from them, spend $50.00 and get $25.00 off. I ordered a Christmas stocking, free shipping, added a anywhere slip cover, used my coupon, used Pottery Barn credit card, and they charge me $11.00 shipping on a small slip cover. This is just plain greedy. They make a killing off shipping. Sorry to babble on, but Pottery Barn Kids, is not nice to deal with (trying to sound nice).

We have shopped for the past year at Pottery Barn in Bondi and the customer service is absolutely shocking. The staff recommend you make your order online yourself. They don't provide item numbers. There is no stock in Sydney. The items when ordered arrive 6 months later and each time you contact Pottery Barn they are unaware of when the item will arrive. The store refuse to sell display stock; yet, the next time I visit the store the items were sold by another staff member. The managers are extremely arrogant and bitter. They have no customer service skills. I won't be recommending anyone or shopping at Pottery Barn ever again.

Expected this to be a quality company! I ordered a Media suite over 6 weeks ago. I was told is have it in 7-10 days. I have lost track of how many people I have talked to in customer service and furniture. One of the pieces was being shipped from Dallas, but I live near Phoenix. It has to go to a distribution center in California first... That took over two weeks. Every email and every phone conversation with them gives me a different set of expected delivery dates. We spent $2000 and I really thought that this was an upstanding quality company. I wish I had know or had seen this site before deciding to order this. By far the worst customer service I have ever had. Now that I am reading all of these posts, I'm concerned about the quality of the furniture too! Arrrggghhh!

My father ordered a bed (the Ella) for our daughter as her first bed from Pottery Barn Kids at Washington Square. The order was placed the last week of August 2014. Their inventory system told the cashier that the bed was actually in the Portland, OR distribution center and that we should receive it within a week. This was great news! The first week passed by and we didn't get a phone call to schedule our delivery. We've bought furniture before from other stores (not Pottery Barn), so we weren't too surprised. We gave it another week and still no call.

After placing an order online yesterday ($4,000.00 worth of merchandise), I essentially played phone tag with the Pottery Barn customer service line as they had left me a voicemail with a query in order to complete my order. Long story short, when I was not satisfied with the service I was receiving after I phoned back, I asked for a manager. I was asked for my contact name and number and was advised that someone (I was given 2 names) would phone me back. 3 hours later I phoned back, was transferred into a random voicemail and left a message advising specifically that I was frustrated, was not going to complete my large order, and was going to cancel my card and discontinue shopping at the store and any affiliates, hoping that person would phone me back. 4 hours, and counting, I have not received a call back from that person.

I ordered a desk from PBT in early August. It was to be delivered straight to my house as it is furniture. As of yet, I have not received it. They keep delaying the delivery, stating the truck is stalled, the truck has problems, etc. I cannot reach anyone by phone. I've been on hold for 57 minutes at this writing. I've sent an email. The customer services poor and inadequate. Please, do not purchase anything from Pottery Barn that you cannot carry out of the store. It is inexcusable how they treat their customers.

I ordered a sofa in the PB store in Indianapolis to be delivered to my home. The lady was extremely helpful and it seemed she had worked there for a while. We discussed the 0% interest for 12 months, and I'm sure she would have entered it into the system. I have a copy of the order she printed out for me. Since the fabric was backordered, it took around 2 months to get my sofa. This isn't the problem, and I have received the sofa and love it so far.

Ordered lamp for baby shower, paid extra shipping for it to arrive. Did not arrive, called... automated attendant is as worthless as the people that answer 30 minutes later. No updates over a week later... DO NOT buy from them!

I ordered two binders (one w/ personalization) on Aug. 12. My credit card was charged on Aug. 12. I was promised delivery of Aug. 19. I called on Aug. 20 to find out, they didn't know where my order was and they would request it to be shipped. I asked for priority overnight shipping since it was already past the promised delivery, they agreed with hesitation. Today is Sept. 2, supposedly one of the binders (w/o personalization) was shipped on Aug. 29, and the other binder was cancelled. Cancelled?!?!?!??? Without notification, without a phone call, nothing. Oh, and I haven't received a refund for the cancelled binder yet either. WORSE CUSTOMER SERVICE EVER!!!!! I'll NEVER use them (or their sister companies) again for anything!

Ordered my sofa May 18 - PB Comfort sofa. Supposed to arrive July 27th. I called August 10 to find out where it was. Guess what? They have been out of stock on the fabric. I am pissed because: No one bothered to tell me. Had I known, I would have chosen another fabric. No one bothers to care that I am pissed. Called a higher up and they never called me back. I did finally talk to someone and she was a little helpful. Sofa is supposed to ship on Sept 9. That means it takes 10 days to get to my city. Then a couple of more days to get to me. I will be lucky if I have it before the end of September, putting it at almost 5 months from date of order. No one bothered to call to tell me the fabric was out of stock. Again. Really folks?

I ordered a Boat Bed for my son in May, they charged my credit card on July 16. Until August 6, I still haven't received any notification about the delay. Called in, find out the shipment is missing the head board and promised to ship right away with 15% of charged amount Pottery Barn Kid gift card. Today is August 26, still haven't received anything or notification from them. Just cancel the order. With the big company like this, it's a terrible service. Never ever come back to this company again.

I bought two Chesterfield sofas and one king size Chesterfield bed in leather from PB. The delivery arrived all damaged, all three products. The invoice cost was in excess of $8,000. They did exchange the sofas, but within one week of purchase, the bed was no longer in production? The sofas have been used by two adults for three months. They are all sagging and look terrible. I found labels under the sofas - "Made in China". For less than half of this price, I could have furnished a whole house from Rooms To Go. Of course their products are awful. They are all made in China. When I called their customer service, they confirmed to me that 99% of their products are imported, and "what did I expect!!?" STAY AWAY FROM POTTERY BARN.

I love the catalog but the products are not equal in value to their cost! And customer service is terrible. We bought a very expensive loft/study bed for my daughter and in less than a year the prefab book shelf began to splinter and crack. PB Teen refused to replace it. Interestingly, we have friends that bought the same loft/study bed for their daughter and are having the same, but worse, problems with no resolution from PB Teen. Products look lovely in the catalog but buyer beware!!

Waited over 3 months for rug to arrive. Delivery slipped and slipped - each time I had to chase - never proactively managed by Pottery Barn. International customer service number that doesn't work, emails not responded to. Then told rug cancelled even though still available and can be ordered online. Haven't received such poor service in a very long time. Pottery Barn - this will not wash in Europe!

It's a sad thing when you get a gift certificate you can hardly use without adding a great deal of $$ to it. As I read these reviews I see that sadly, PB has great design ideas ONLY and has traded good quality and good customer service and feels it can easily rest on its laurels because "after all, they'll buy it simply for the PB look." PB - wise up. You know that many a great dept. store has gone south when people finally get wise. Get some high power exec. meetings on the schedule and tighten it up. Paying big bucks for furniture that appears to be made without attention to quality and charging a fortune is going to catch up with you! As we speak, I have been corresponding with a relative who is going through a nightmare already with a coffee table order. Changed the delivery date already, promised her CC wouldn't be charged and it already has. By the way, if you have a product in the catalog that requires months to receive, SAY SO!

I ordered 3 riddling rack. I was told that Fed Ex would deliver them and I needed to be there to sign for them. I took off from work and they did not show up. I notified Pottery Barn and they said they would be there the next day. They did not show up. I canceled the order because I was getting ready to travel and could not lose anymore time from work. When I returned, I tried to reorder the product and use my 20% coupon. Despite all of the inconvenience, Pottery Barn would not let me use the coupon. Bottom line is they lost a $1000 sale and a customer who will never do business with them again.

I have had a terrible experience with an order. Below is the email I have sent to them: 1) I never received an email to schedule my delivery. The online tracking says that the order would be available for delivery between July 9 and July 23. 2) I called to find out when I would get my sofa on July 23. I was on the phone for an hour. I was disconnected 3 times. I was eventually told my order would be delivered today, July 29. I was told that I would receive a phone call or email from the delivery service the day before it would be delivered. I was given a refund of 15% for the inconvenience. 3) I did not receive an email or a phone call about the delivery. I had confirmed both my phone number and email on July 23. I also receive email everyday from Pottery Barn in the form of advertisements.

I have a Catalina Storage Desk and is missing hardware to assemble it. I called and would like to purchase the hardware. They said that it is not available. I want to get the measurement/sizing info so I can purchase them at the local hardware store. They said that it is not available. After they got your money, no service is available. I have ordered a few times from them and if you run into any problem, good luck with that. I will never purchase anything from this company again!!! Believe me, I hardly post any review. They really have the ability to get me really mad.

On July of 2012 I spent $3,600 on furniture from Pottery Barn. Among the items I purchased, there were two wing chairs @ $944.00 each. Yesterday, I moved one of the chairs about 5 inches to clean, and the back leg broke. Called Pottery Barn, was transferred seven times to find out that there isn't a thing they can do for me. According to Pottery Barn Design Studio Furniture Customer Service, the leg should have broken during the first year after purchase, not now. Pottery Barn no longer sells these chairs - I need two - so I actually lost $2,000 because I will have to dispose of both.

Called "customer service". The rep (not outright rude, but kind of an "I don't care" attitude) said I didn't follow directions; I should have washed it immediately upon receiving the item (who DOES that???). They offered me a $25 card and told me that this item is now on sale (no wonder because the quality SUCKS). I told them no thanks; I won't be buying anything from them again. Really, for the price I paid (almost $200 for both pieces), I expected far better customer service. If I'd called any other high end retailer, they would fixed this in a heartbeat. I never really thought that the PB Teen linens were anything to write home about, but I will NEVER buy anything from this store again now that I have experienced the PB "customer service" culture.

I placed an order in early April to be delivered in 2-3 weeks. Then I find out that it's going to by June 15. Today, they say it's going to be July 15! As of this writing, I have been on hold for 37 minutes with the "furniture department." Since I purchased this with a gift card, I am stuck with them.

About 2 years ago, I purchased a console table, round coffee table and matching end table, in the "Chloe" design I believe. The finish on these pieces was very poor, but did have the "no-shine" look (matte) that I wanted. Everyone of them had to be assembled, which was not a problem. The problem with these pieces is that after two years, it looks like we have been running a day care! The tops of all of the tables scratch instantly and now the screws keep coming out making the legs wobbly. These pieces have not lasted at all and now I am so sick of their appearance I am looking for new pieces.

A few years ago, I purchased a PB Basic slipcovered sectional. The slipcovers were delivered separately. They did not fit well AT ALL; zippers and seams stretched to their limits, pleats on skirts, gaping. I should have stopped right then and called to return the covers, but after reading these complaints, I see it would have been futile more than like likely. Many months later, I went to my local PB and talked with a sales rep about it. She asked why I hadn't watched the video which demonstrates how to install the covers properly. One of PB's designers asked me, "What video?". Now it is time to replace the $1600 slipcovers, but they will be a special order and NO RETURNS on special orders...so if they don't fit, I'm stuck. I will probably have a professional make new slipcovers.

I bought some furniture in Oct. 2013. One item was not delivered yet. They have not even refunded me yet, and I tried to call them 3 - 4 times. No one will help me get my order right. Until today, no one seems care...

I have been in the design business for years. I ordered a slip-covered sectional 2 yrs ago. Within the 1st year, the cording around slipcovers started to fall apart and was told they would only give me a 15 % discount on new covers. Now all of the covers are falling apart. I live alone and gone most of the month due to my current job. I have chairs that I had professional slipcovers made 20 years ago and are still in excellent shape - dated but in great shape!!! Pottery Barn has been giving me the run around for 2 years. I will NEVER buy furniture from them again! It was the 3 piece PB ivory washed linen cotton. Don't buy any of the slipcovers!

I spent $300 on a shelf from PB teen and it smells TERRIBLE. It's the Stack Me Up white shelf. The style is what I was looking for but there is a toxic smell. I've had it in the house for 4 days now and it still stinks. I've tried burning candles, wiping it down with water, and now I'm trying dryer sheets. I'm concerned by the smell though, and I don't know if it's the glue or the finish or what. When you pay this much money you expect quality. :{ I'm 10x happier with items I've bought from IKEA than with this purchase. I'm never going to purchase anything from PB teen again and will think twice about Pottery Barn furniture too.

Had purchased stainless steel bento boxes, unfortunately the lids on the boxes ripped, not in the 30-45 days that the returns are accepted, but two to three months. I had called to see if the issue could be resolved, I was told that since it was over the thirty-day return policy, there was nothing that they could do except a 10% discount on my future purchase. Now I do not need to make a future purchase, the lids on the boxes ripped, I either need new lids, or my money back, or an even exchange, that is the problem solving options that I see, not a 10% back on a future purchase. So there was a person that I had spoken with but totally no customer service or resolution. I would suggest to think twice before purchasing from this store. (I have other lunch box containers from the same store, they ripped as well, unfortunately, I have to swallow a loss of over three hundred dollars on a pretty looking product with no use - lids are gone!!!).

I ordered a Duvet online on 1/17. Within 1 week after receiving it, I called about how to return the item. Customer service recommended that I take it to a nearby store and they would process the return. On 1/26, I took it to the store for a return. Thereafter I proceeded to shop & buy an entire bedding set at the store. A week later, I received a Pottery Barn merchandise credit card in the mail. This is not what I had wanted or been assured I could expect. Because the purchase was not a final sale and was returned in a timely manner, I called customer service on 2/4 & stated that I had expected a credit back on my credit card. The service person told me a merchandise credit had been issued because it was a "final sale". I told her that I had the online order & receipt and the purchase wasn't a final sale. She would put in a request for it to be changed to a credit card credit.

Any other store credits you on a timely basis for returns, whether in store or via UPS/USPS. Not Pottery Barn! It takes forever to get the credit and I have to call to request the credit. They are in possession of the returned merchandise, yet they take forever to credit you back. This is at least the 3/4 time I've had return issues. Today is the last straw: they sent a UPS pick up label for two items and via the tracking method I show it was returned to them on 1/28. I called today for the credit and they indicated it had not been received. What is proof of delivery for? I will not shop there anymore!

On November 4, I have shipped back a set of bedding. The company had reimbursed me for one pillow case, claiming the rest of the items are unaccounted for. It is now February - and I am still fighting to receive my credit of $361. After 5 phone calls to the customer service, I am at the end of my wits. Left frustrated, angry and determined to never ever use Pottery Barn again.

When I first placed order for sheet and pillow case set, on the phone from the catalog, I assured it would be the thread count was 400 count as associate stated it look like 300 on their system. Supervisor was asked and I was assured it was 400 count. I never got email after order placed. I called a week later and system advised items were "back ordered". The wait time was too long so called back two weeks after placing order... Explained I never got email on order. I got the email and the thread count is wrong! Indigo catalog page 92 states item # 54-2389799 is 400 thread count. The email states 300 thread count. This is false advertising! It's bait and switch tactics. The catalog and internet are not as a representation of the same product. I have emailed corp. to request the correct item.

We ordered a love seat at PB in Albany. They stated that our account would not be debited until time of shipping, in six weeks. My wife called back to adjust the fabric and color. The next day there were two debits, for two different amounts. We complained and they took down the debits. Then they debited us again long before shipping date. Also couch finally came, but lacked arms, although slip cover had them. Finally we have the love seat. We were debited twice a couple of days apart, for the same amount. Bank confirms money gone from account, and in fact I went into the red and got charged by the bank. So there is a serious systemic glitch going on with billing/debiting. I can't believe it is deliberate, that would be pretty awful.

My experience seems to echo many of the posts here. First, I also experienced huge delays in delivery times and back ordered furniture that I was told was available at the time I purchased it. Second, the delivery Co. does not deliver in my area on Saturday and I have had to take numerous days off to be available for their convenience. I still don't have the couch I ordered in November. God only knows what will be wrong with that. The quality of every item is poor. The upholstered bed frame looks great but the wood supporting the bed is cheap and smells horrid. The metal and glass console table is crooked!

I returned an item (it was a gift) and was told that it would take a few weeks to process and that I would receive a store credit (not even a refund!) in the mail in a few weeks. 3 months later, I have not received any refund or credit and every time I call the company I get the run-around. "Oh, we don't know why your return wasn't processed for a month" and "Oh, we don't know why your credit wasn't issued yet, this should have been done weeks ago" and "Oh, we'll put a rush on your refund, that's the best we can do, you'll have it in a few days." And a few days later... "Oh, I have no idea why your credit is delayed, it looks like it has been issued but there is no tracking information, call us back in 24 hours to find out the answer".

While ordering a stroller blanket for Christmas, the order form indicated that the blanket would arrive at the warehouse on January 1, which I then relayed to the recipient. The email that Pottery Barn sent also read that I would receive the blanket at that time. It's January 6 and I just called PB, and was told by the customer service rep in a flat, matter-of-fact tone that the blanket will not arrive until January 14 and then will be shipped to me within 5 to 7 business days. PB sent no other communication letting me know the blanket would be late; the rep was very unhelpful and had no information to relay about why it would be late; and never offered so much as an apology for the delay. Based on the past two experiences I've had with PB, I'd venture to guess that this is not a customer-oriented company. Once they sell you the product, you're pretty much chopped liver.

We purchased 2 lovely looking lamps on the 4th Sep 2013. In October we were told there was a delay and they would arrive on the 31st Dec 2013. 31st Dec came and went and now we are told it will be 30th June. WTF?

MLB twin sheet set - These sheets are horrible. If I wanted my grandson to sleep on a board I certainly wouldn't pay $69.00 plus $14.00 shipping. He really wanted baseball sheets so I ordered these. After four washings, he can't use the pillowcase. For now his winter p.j.'s cover him so he can sleep on the hard sheets. It would do no good to call and complain because Pottery Barn has your money and could care less after you receive them. How do I know? I should have remembered the sleeping bag I ordered for my granddaughter. It also had the horrible stiff pillow case. They said "return the case and we will send another". Did that work? Heck NO! That was it- nothing more we can do. Screw the customer. I have been burnt the last time, Pottery Barn. The sheets from Company Kids are awesome and SOFT. Watch what you order from Pottery Barn in anything that has a sheet or pillowcase.

We were able to purchase the furniture (money deducted from our account), however the delivery was delayed over 3 weeks! The retailer promised a delivery date of 1 week. Apparently, they outsource their delivery to a third party. After numerous phone calls, phone transfers, etc. we gave up! It seems for a high end retailer to NOT take responsibility for delivery is ridiculous!! They claimed they would not charge us until the items were delivered, however we were charged almost immediately!! Meanwhile, we've paid for furniture we will not receive until after January.... Unbelievable considering this is the holidays...

My mistake for trusting PB & the sales person. The Solomon table is constructed of wood veneers & particle board. I was told that it was "made of wood". After a year of cleaning it with a damp cloth & occasional wood cleaner (with no wax or silicone), the finishing is almost gone on the table. Areas of the table are peeling. I can't believe I paid almost $4,000 for this. I haven't had much luck with the store manager. I am continuing to pursue this.

Over the years, I had been a big consumer of PB merchandise. I have purchased a "Cole" sofa and chair, a coffee table, the "Sumatra" bedroom complete set, a dining table with 4 chairs, a bar table with two barstools. Also included in my history are countless purchases of dinnerware, linens, gift items, drapery and decorative accessories. None of these items would I ever describe as "bargains" but more as high end home furnishings. For sometime now my sofa and chair have begun to "leak feathers". First, I noticed a remarkable amount coming out of the cushion covers. More recently, it has now become a daily push through the fabric and visible all over when I fluff the cushions daily.

I had bought 3 personalized letters for the bedroom wall. The lady told me the price but did not tell me there is a restocking fee of the same price the letter is. That means I am paying twice for 1 letter. They even sent a confirmation receipt for the price they told me and then charged me more after that on my bank statement. That is money fraud. I told them I would not buy from them again.

I bought 2 of the lamps pictured below several years ago. They are reading lights and can be set to 3 settings. Over time, I noticed that they started to sag, as you can see. We like them so we kept trying to fix them with shims, until they became "unfixable." Since we had had them for a long time I decided to get some new ones.

I purchased 10 place settings of Emma white dinnerware, and within a few months scratches appeared on all dinnerware. I tried to remove the scratches with all types of products without success. I contacted PB and was told it was due to my flatware. I use the same (good quality) flatware on all my other dinnerware and haven't had any scratches appear, even on another white dinnerware set. I was told that my time for returning the dinnerware had already expired. I feel like they ripped me off and I will not buy any dinnerware at their stores again. Disappointed in their customer service.

I work at Pottery Barn, and it's not a very good company. Yes, I work there, but I work there, because it's a job. And maybe I don't like working there, but perhaps I can spread some truth in the world about it at least while I'm there. Anything that is broken gets put on clearance. I've seen frames without glass and really ** stuff that needs to be thrown away, and my manager slightly marks it down and always says, "Yeah, well it's Pottery Barn. People will buy it." I think it's really crappy of us to do that, because customers aren't allowed to return it and may not see the problems right away before it's too late.

I ordered a bed, mattress and trundle. They shipped and charged me for the bed and mattress. The trundle has been on endless back order even though when I purchased, it showed available to ship. But worse than this, every single day since I ordered from PB Teen over a month ago, they send me 2-3 advertisement emails. I have unsubscribed 10-15 times. I have sent them 3 emails asking them to stop but they won't. I tried spamming them but somehow I keep receiving these harassing emails.

I ordered the Cameron sofa with the understanding that the legs would be removable upon delivery so that it would fit through the small doorways in our San Francisco apartment. At the time of purchase, the store associate confirmed this, and the website stated that the legs were removable as well. I got the delivery scheduled and the Exel guys showed up right on time. However, the two deliverymen stated that they had delivered 100's of these same exact sofas and the legs simply don't come off. I reiterated that they do, in fact, come off, and the gentlemen went down stairs to double check. Coming back, they said they required a special 'square-shaped' tool to remove the legs and Pottery Barn had not provided them with said tool. I spoke with a store associate after having to refuse the delivery, and they confirmed that the legs should be removable.

After talking to the head of customer service I was told my slipcovers would be found and delivered by Wed Oct 16. They are here and they also took some money off my bill. They wanted to make me happy and they did.

I ordered a PB Basic loveseat online. When the six-week time was up, PB called and arranged for the loveseat to be delivered on Tues, Oct 8, 13. PB called and said the truck broke down and would have to have the delivery on another day. On Sat, they brought the loveseat. Didn't want to put it in the den even though it was very easy. I explained to them that I had moved the La-Z-Boy queen sleeper sofa out of the den all by myself. They put it in the den and unwrapped it. I asked where the slipcovers were. They said maybe they were coming via UPS. When they gave me the invoice to sign, there was a piece of paper covering the left side of the invoice with only the area for my signature showing.

I have owned my Sumner dining room table, along with six Napoleon chairs for almost three years now, and they are just as perfect as when I first purchased them. The table is solid wood and remarkable. The chairs are comfy and sturdy. I feel that I have completely got my money's worth with these products. I adore them and would highly recommend!

Approximately six years ago, I purchased 6 wicker dining room chairs from Pottery Barn along with cotton twill cushions. This was not an inexpensive purchase. I had no need to unzip the covers until now, only to discover an enormous issue with the zippers. In order to upzip the seat cushion covers, I had to use a pair of pliers. One of the "pullers" broke off but I was able to unzip the rest of the cushion covers, albeit with great difficulty. After washing the covers (following the directions on the inside of the product), the zippers did not work at all.

We purchased a new table and chairs from Pottery Barn in 2013. Within the first two months, we had chips on our chairs. By the beginning of September, we had a large chip in the table. We were told we needed to work through the store we purchased it at. The manager provided me with a personal email and an incorrect email professional email address. I've received no response to the personal email. I called a week later and was told the operations manager needed to decide how to proceed. Still no response. I expected better service from Pottery Barn.

I bought a messenger bag and lunchbox for $79.00 and it ripped on the 3rd day. I called to get a new one and they said too bad. UPS could come pick up the bag that was ripped and get store credit or I could replace it with a different pattern (but same quality bag)...no thanks! They would not refund any money so I could get it fixed locally either...

I honestly NEVER buy pressed wood furniture, but I had been looking for a long time and PB had just what I needed to convert a bedroom closet to an office. Their design service was good and the pieces looked great. For a while. Within 6 weeks, a drawer unit began to lose its veneer at the corner. I tried to glue the piece back on, but it was tissue paper thin and fragile and continues to peel off 2 years later. I wrote them of the problem when they asked for my review, but they never followed up. I would never suggest buying PB furniture.to anyone.

After much debate with myself, I decided to order Pottery Barn's very pricey wedding album. I have always been satisfied with Pottery Barn's products, so, even though the album cost more than I had planned to spend, I decided to buy it. Needless to say, I was very disappointed with the quality of the album. Seriously? $130 and it looks like a scrapbook you can buy at a hobby store! I decided to go ahead and use it because it accommodated the different sizes of my photos, and then, I noticed the fabric covering was rippling all over... like it wasn't glued down very well. Ugh. I boxed it up and UPS'd it back to Pottery Barn. But, I had already thrown out the original box, so I haven't heard yet if they will accept the return. And, if they do, I will get charged $14 for returning a product that was very poor quality.

Their furniture is by far the worst quality of wood I have ever owned. I guess with the high price, we assumed we are getting quality wood pieces. But every month I have to sand and paint my bar stools. Anything will gouge the wood... Anything. It is THE worst furniture for the price. The stylist does an excellent job and everything is beautiful but of very, very poor quality. DO NOT BUY furniture from them!

I ordered a crib bedding set online on June 6th. A few days later, I was given a back ordered date of 6/16. Several days past that date, still there is no merchandise. I called customer service and was told a large shipment would be arriving the 22nd. In fact, there would be hundreds of that particular product to fill only twenty some orders. That date came and went and still there is nothing. The baby shower date is nearing so I checked my order status online and saw a new expected shipping date of 6/30. I received a new email today with a shipment notification of July 2nd. I called and asked what had happened. I was told that they can't guarantee shipment of any date. I am so surprised that a big established company like Pottery Barn has this much trouble with shipping and back orders. I am already paying $21 for shipping! For all the wait and inconvenience, I'm already forming an opinion that although their catalog is nice with good ideas, the products are overpriced and can easily be replaced with less expensive versions. They might need to look into finding a new vendor!

In September 2009, I bought a camp crib with a pull-down gate from Pottery Barn Kids Vancouver store. My daughter used it for 18 months as a crib and then I converted it into a toddler bed. Apart from being disappointed at how easily the wood marked, I was pretty satisfied with the product until it came time to sell it ... In December 2012, as I was preparing to sell the crib to a friend, I noticed that pull-down gate was no longer legal in USA and Canada so I would need to obtain a fixed gate conversion kit in order to comply with new regulations. Thus began a six-month journey which took me around USA and Canada!

I love the look of everything at PB Teen. This company would be great IF they actually took the time to make sure their products are usable before sending them off. My first purchase was a pink sequined Starfish pillow case. We could have bought one of the model ones at the store, but we ordered a new one thinking it would be cleaner. WRONG. It came in the mail with BROWN STAINS and HALF THE SEQUINS look like they've been ripped off. Went to PB Teen and they looked around and said they didn't have any left. Out of stock on website. Finally, they gave a list of PB stores that did have it and we could call them.

I purchased 4 Pottery Barn Bedford desks. Each had a 3 drawer piece and a 2 drawer file cabinet. I also purchased 2 lateral file cabinets and a few other misc pieces. It looks beautiful but it's terrible quality. I have already had 3 pieces replaced because they were peeling and now several other pieces are peeling and it's less than 3 months old. I would not recommend.

On April 9th, we visited a Pottery Barn store and we purchased furniture for our living room, kitchen and bedroom. We spent a significant amount of money in the store that day and were intending to return to buy more items once we saw how everything fit into the rooms. However, the delivery process was so awful that I doubt that we will ever buy from Pottery Barn again!

We bought a full Faraday set of Pottery Barn outdoor furniture. This included a five-piece sectional sofa, two end tables, a coffee table, a chair with ottoman, a dining table with 6 chairs, cushions for all seats, and an umbrella for the dining table. All of this, with delivery, cost about $8,000.00. The pillows started getting stained from moisture/mildew within the first week and the finish of all the wood started peeling within the first month. PB customer service was obliging but unresponsive. I talked to 3 people, sent many emails, included numerous photos in my emails and always got a "We'll have to pass this along" type of response.

PB does not allow returns of furniture - even the everyday basic, most common fabrics - (not custom). Their "policy" is 7 days for returns of furniture - think about that for a minute. We have a sectional that had manufacturing defects (foam, seams) and they would only send out a replacement center foam core that was exactly like the defective core. They refused to support their product, even after their store(s) and their field representative all agreed that our issue was a major problem, and deserved a return. The customer service team will not stand behind their products.

I purchased two slipcovered sofas and a chair in the PB Comfort line. Delivery was today. The furniture was delivered bare, with cushions and the body of the furniture covered in raw unfinished material. These are not sofas that can be used without the slipcovers. The slipcovers, however, were delivered in small plastic bags, folded, wrinkled, and creased. Because this was "special order", these items cannot be returned. I was expected to sign for the furniture without seeing the condition of the slipcovers, whether they fit, and whether they have flaws or mistakes in construction. I am also expected to put the slipcovers on the furniture, which is difficult and time consuming. The photos and descriptions online and in the handout materials show the furniture with slipcovers on, without any notice that the slipcovers will not be on the furniture and that the furniture will not be delivered in ready to use condition. In the past I have purchased similar sofas from Crate and Barrel, which delivered them in pristine condition with slipcovers on. My advice is to go there if you want slipcovered furniture.

I ordered a kid's chair with her name on it. Since the chair had a Sherpa cover, her name was supposed to be on the bottom of the chair since the material was smooth. I received the chair and her name was monogrammed on top and you couldn't see it! So I called right away, first week of December. I waited on hold for over half hour! The girl was very helpful and told me a new cover was on the way. This was supposed to be a Christmas gift for my 15-month-old. I waited for two weeks - no chair cover. I called back, again on hold for over half hour - probably 45 minutes.

I received a defective rocking chair, after waiting 2 long months. However, when it finally arrived, the delivery company forgot to bring the rocker pieces so we had to track them down and have them bring them back. We then opened the box to discover that the hardware was missing. I called Pottery Barn and a very pleasant customer service rep phoned the delivery company and said they would phone back in 24 hours to set up a time to bring the hardware and assemble it (as they should have done initially, I was told). I never heard from them.

I ordered a gift in plenty of time for the holidays and it never arrived. I called them and all I got was ultimately misleading and incorrect information. I am so angry and will never order from them again!

An order for a pink chair for our granddaughter was placed at Pottery Barn. Last week, we received an email saying it was out of stock and would not be available. We called and were able to place an alternate order. This was supposed to arrive Christmas eve. Today we checked on this order and found out the order was never placed. Now we are being told it might be here by New Year. Ask me if I'm happy. Maybe someone from the Pottery would like to show up and explain this to my granddaughter.

I ordered several personalized holiday gifts from Pottery Barn and Pottery Barn Kids. All were confirmed to arrive to me by Dec. 19th and confirmed in stock by email. It turns out, none were actually in stock. On Dec. 17th, I found out two were out of stock but was assured the rest would ship out that day. When I didn't receive the promised shipping information, I checked again. Now nothing had shipped and more items were on back order. After sitting on hold for 30 minutes, I learned even my non-personalized items I ordered over 2 weeks ago were out of stock and not coming to me. The manager was going to call me back in 20 minutes to give me 50% off something new for the presents and expedited shipping. Needless to say, they never called. I hate Pottery Barn and will never buy from them again.

This is by far the worst company I have ever dealt with! I ordered Napoleon chairs from the Shrewsbury store. I spent two hours in the store. It was due to a return of the Calais chair. I opened the "no interest for 12 months" and they began my experience by charging me interest and not keying the right agreement. The chairs came and were too small for the table. I called Pottery Barn and they scheduled a pick up. I came home and the chairs were never picked up. I called again and they said the person I spoke to the day before forgot to hit the Submit button. Really? I then scheduled another pick up and got home today and the chairs are still here. I ordered 6 chairs and they sent me 7! This is terrible service!

We bought drapes, waiting for 30 days - We bought drapes in early November. It was supposed to be delivered to the store. We called the store in Bridgewater, NJ several times and kept on getting the runaround and promises on delivery dates that are never kept. Still have not received the drapes. Very, very poor service. I will never deal with them again.

I have been on hold 3 times this week and also was in the store where the salesperson was on hold for at least 45 minutes waiting. I’m sure your poor associates hear this all the time. Hire more people! I have given you so much business and was ready to purchase a sectional and chair for over $5,000, not now. Your company needs new management!

On 10/24, I purchased online the 6 light Graham chandelier for the web special price of $139.00. My credit card was charged for $187.25, which included the bulbs, shipping and handling and taxes. The next day, I received an email from then saying thank you for my order and the total showed to be $230.05. I called them and they said the order was not in the system yet, that they would adjust the price difference. The next day, on my bank statement, I had 3 different charges - two for $187.25 and one for $230.05. I called them again to cancel my order and they said they could not do, it was too late? Warning, they put web specials and then they charge you full price. Be careful. By the way, their staff I talked to was not friendly/ not prepared to help you correctly. First time that I would not recommend this company.

I ordered the Wells Palampore duvet cover and shams in February 2012, as well as a king-sized comforter. As with all other items purchased from PB, the items arrived promptly and looked great. The care instructions for the duvet cover and shams were "machine wash warm, tumble dry low." I washed the items in a front-loader machine using cold water and delicate cycle and then dried them on the "super-delicate" low-heat damp-dry cycle, but the cover shrunk over 8 inches and no longer fits the comforter.

I had 2 separate deliveries with Exel who delivers about half of Pottery Barn's furniture. What a terrible company to work with. They quote incorrect times and when you talk to anyone on the phone, they just punt the responsibility to someone else when there's an issue. I got three separate calls from their people working the phones on my second order who all gave me different information. They will not be flexible in any shape or form. I would recommend staying away from Pottery Barn because they have a terrible shipping company. They should realize the companies that they're contracting out to that represent them.

I got a make up bag for Christmas from my mother. It was monogrammed and I'd asked for it specifically, thinking that it was time I had a cute matching set for when I travel. Unfortunately, the handle broke off after 5 months. The bag was made in China. I contacted customer service and all they could do was offer me a 10% discount to repurchase another bag. Not good enough. I'm done shopping at Pottery Barn, which is disappointing since I've purchased all my dishes, serving dishes, and towels from there. I’m glad I didn't purchase any furniture!

I made a $314.36 purchase of the Peace Patchwork Quilt and Shams, which my granddaughter had been admiring for 2 years. She turned 11 years old this June 5 and I decided to surprise her by purchasing the Peace Patchwork Quilt and Shams. They were mailed out separated as the shams would not be available until 5/28/12. They received the quilt in April and I had not seen it. My granddaughter, I was told by my daughter who lives in Spring, TX, loved it.

Having shopped at P.B. in the past, I returned to pick up a new duvet for the season. A colleague and I entered the store on Friday right after work, and it was empty save for a couple. We went directly to the section with duvets, were followed the whole time and made so uncomfortable that I asked if there were concerns that we would steal. A meager and less than heartfelt response was uttered. Then a mall police came in, chatted with store employees and stood where we stood. We left without purchasing.

I was at the PB store at Walt Whitman mall on April 4, 2012 around 8pm. I saw the sign saying 40% off on Easter items. I walked in the store and looked for an employee. A white male employee with eye glasses was saying hello to a white woman. When I tried to get his attention by saying, "Excuse me," he looked at me without any face expression or words. I asked him if all items were on 40% sale. He angrily responded, "What? Where did you see it? It's only the Easter items!" He walked to the store front and read the sale sign by pointing each words to me. I said okay, then he walked back to the counter without saying anything. I feel very offended and embarrassed. My two sons were with me and they watched this whole thing that I was humiliated by the employee because I read the sale sign wrong. I feel that he treated me with disrespect because of my color and appearance. I will not buy anything from Pottery Barn ever again!

We purchased a Sumatra 3 drawer-dresser at the Pottery Barn outlet. Now I know it came "as is" with a number of scratches and a chunk out of one foot and I was totally okay with that. Now, three years later, one of the drawer fronts has two large horizontal cracks in it, plus the veneer is curling and peeling off. I called "customer service"—I use that term loosely. I was told that they could not help me. Why? Because everything sold at the outlets is "as is" and they cannot help me with an outlet purchase.

8x and 3x5 Franklin rugs: These rugs I bought back in September 2011. At that time, I had a bag vacuum and wondered why the bag was filling up so fast. Recently, I bought a clear canister vacuum and realized the whole canister was filling up with pink fuzz every time I vacuumed. I called the manager at the store, and he said that's just what wool rugs do.

A Bedford desk drawer that will not open, the small ball bearing came out. They put me in touch with somebody who wanted double the price of the file drawer to come and look at it. Emma complete dishware set that is slightly over a year old and has so many chips is ridiculous. This set was much more than my previous set, which lasted me 12 years, with no chips. Once more, I cannot get in touch with a complaints department to try to rectify either problem. In short, the quality is not there for the price paid and there is absolutely no customer service department to handle problems.

I bought by Carrara marble top $2000+ hotel double sink vanity behemoth from Pottery Barn at the end of 2008. I installed it in mid-2009 at the end of our high-end master bathroom renovation. The sink looked great (initially) with the marble floor and subway tile and we took good care of it, diligently wiping the marble top to prevent etching etc. In reality, we should have worried about the poor white paint finish on its base. My husband first noticed some cracking of the paint following a few minor water spills. It was not anything too unsightly, so we let it go. A couple months ago, my 4-year old son obsessed with personal hygiene broke into the bathroom, sloppily brushed his teeth with Arm & Hammer toothpaste and smeared some of it on the vanity base. I wiped it off with a wet wash cloth no more than 20 minutes later only to find out that the toothpaste completely dissolved the paint in places (as in took it off like paint solvent).

My son's personalized comforter with his name started to fall apart. We contacted Pottery Barn, and they sent a UPS box to have it picked up, so that they could fix it. After a few days, they called us and said that they couldn't fix it but that we could either replace the item with a new different item or have the original sent back and they would pay us back if we found someone able to fix it. Since my son's comforter was now out of stock and it was the only to match his room, we called them back to ask for ours back. Expect now they have disposed of it, and it's gone.

We bought a Pottery Barn Secretary Desk. The wood and finish is marginal at best. In less than a year, one of the hinges broke. After 2 weeks with "customer service", we were informed, "We don’t have the hinges to sell or replace. The part can be purchased at any hardware store in your area." It can't! It is a custom double hinge and the recess on the surface must match exactly. Besides, if it could, why wouldn't they sell it given that they still sell the desk? I will never buy anything else from Pottery Barn.

I ordered a lamp from the catalog for Pottery Barn, in which the word "American" was used many times in the context of descriptions for the furniture. Nowhere did "Made in China" appear -- I repeat, nowhere, anywhere -- when describing the "American " furniture -- and there is no information on what is made in China, in the history of Williams Sonoma, or Pottery Barn, either.

I purchased an entire Chesapeake Outdoor Collection in May of 2010. I spent over $9000 for all of this furniture. I bought furniture covers to protect it while not in use and I stored it in my basement during the winter months. All of the pieces were finally delivered in August of 2010. It was only outside for four months and then I stored it in my basement until the next season. In May of 2011 I brought all of my furniture back out. After about a month I noticed there were stains on my pool deck. After looking around I noticed it was everywhere underneath of any area that had hardware from the furniture. The hardware was rusted and staining my pool deck. Then I started noticing that my tables were peeling and that the slats were loose. The sectional is cracking everywhere.

When bed was delivered, there was a strong odor coming from the bed. We live in Michigan and it is too cold in January to open windows. I let my daughter sleep on her new bed and I slept with her. We woke up with a sore chest and tight lungs. Our throats were sore and our noses were scratchy. After leaving her bedroom and coming back into the room, we realized how strong the odor coming from the bed was. The fumes seemed to be toxic and almost burned out lungs. I opened the windows despite the fact that it would make my furnace run non stop. After having the windows open all day, the smell was just as bad.

Our condo (vacation) in Long Branch has had a terrible odor for about 1.5 yrs. After calling in numerous professionals, including an environmental scientist, we narrowed it down to the carpets from Pottery Barn purchased 5-6 years ago. We have spent over $3000. We have air ducts cleaned and heating system insulation pulled out with no positive results.

I have placed the same order twice, using a different credit card each time. Approval is received and a hold is placed on me for the amount of the order. Pottery Barn has lost the order both times saying my credit card is the issue when I know it's not. As of today, I still haven't been able to reconcile this with Pottery Barn. Of course, prices and delivery dates keep changing and more things are going on back order. I have had this same thing happen with Williams and Sonoma.

When I was placing an order for bedding, the total rang up to about $700.. The tax on this order was 10%. I live in an unincorporated part of my county and my tax rate is 5%. I spoke with one person and she said that it is based on the initial warehouse where it was shipped from. I knew this was untrue, so she patched me to someone else who told me that they have to go by the law and cannot override tax code. I told her that they were in the wrong because they are over charging my tax amount. She spoke with her 'manager' who told me the tax rate is based on the location of the nearest store. This is in direct discrepancy with what their website says which is that the tax rate is based on the final destination. They gave me a number to dispute this, but I wonder how many people this has happened to without them knowing and without Pottery Barn having knowledgeable people to help!

I have a threefold - first a fiasco furniture experience: 4 years ago of which it was over a year for the sectional, and during that time, they called to say they were delivering. They said it would be the wrong pieces including other customer's information (name, address, last digits of credit cards, etc.). Finally, I got the correct couch after much escalation.

I have been charged the incorrect tax rate for every online order from Pottery Barn, Williams Sonoma, and PB Kids. Once I figured this out, I called the company,and they told me that the county I live in has 3 different tax rates depending on the city, and that there was nothing they could do about it. I was told I could call in to the customer service center after each order and request a credit. As much as I do love their items, with computer programs this day and age, it seems absurd. I order lots of things online, and they are the only companies that figure out how to charge correct tax?

Purchase over $1,000 in furniture with PotteryBarn. Scheduled delivery was within two weeks. 1. I had to take part of my day off for the delivery and they were an hour late; 2. They brought the wrong pieces and there were missing pieces; 3. Almost 4 weeks later I have not yet received my missing pieces; 4. I have spoken to over 5 people at PotteryBarn Corporate and they have given me the runaround and have not returned my calls nor have they given me any compensation, which they had promised; and 5. I have escalated the issue but to no avail and at this point am not sure how to proceed.